Emily (Dakota) Hall
Kingsland
Summary
Detail-oriented, organized and meticulous employee. Works at a fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. The products I am currently trained in include State & District, ACT Now, Workkeys, and Pre-ACT Secure.
Overview
9
9
years of professional experience
Work History
Customer Support Advocate II
ACT INC.
05.2023 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvements in customer service processes and suggested changes accordingly.
- De-escalated problematic customer concerns, maintaining a calm friendly demeanor.
- Collaborated with other departments within the organization to coordinate efforts that support overall organizational objectives.
Customer Support Advocate
ACT INC.
01.2022 - Current
- Met customer call guidelines for service levels, handle time and productivity.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Paraprofessional
Nassau County School District
12.2019 - 01.2022
- Administered tests and assessments to evaluate student progress and performance.
- Helped teacher prepare instructional material and displays.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Set up visual aids, equipment, and classroom displays to support teacher's lesson delivery.
- Collaborated with teachers and specialists to assess student progress.
- Documented student behaviors, interventions, and outcomes to enable lead teacher to address pertinent issues.
Customer Service Associate
Southeastern Grocers
06.2015 - 12.2019
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Education
High School Diploma -
Hilliard Middle Senior High School
Hilliard, FL05.2016
Skills
- Call Volume and Quality Metrics
- Customer Information Databases
- Customer Relationship Management
- Critical Thinking
- Organized
- Reliable
- Self Motivated
Timeline
Customer Support Advocate II
ACT INC.
05.2023 - Current
Customer Support Advocate
ACT INC.
01.2022 - Current
Paraprofessional
Nassau County School District
12.2019 - 01.2022
Customer Service Associate
Southeastern Grocers
06.2015 - 12.2019
High School Diploma -
Hilliard Middle Senior High School
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